DOL Customer Care Assistant

We motivate. We empower. We lead. We follow. We laugh. We succeed. ACS offers innovative and effective outsourcing solutions for clients around the world. We deliver higher quality, increased productivity, and lower costs. Can we do that for you? Sure we can. For business process outsourcing (BPO) and information technology outsourcing (ITO), ACS is not a product, we're services. We're people making technology work. We'd be glad to demonstrate the ACS advantage. Let us tell you about our world-class people, our company, and the "can-do" attitude that motivates us to deliver nothing less than the very best. DOL Customer Care Assistant Job Description:Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:Responds to telephone inquiries and complaints using standard scripts and procedures.Gathers information, researches/resolves inquiries and logs customer calls.Communicates appropriate options for resolution in a timely manner.Informs customers about services available and assesses customer needs.Provides functional guidance, training and assistance to lower level staff. Provides assistance, training and troubleshooting support to lower level staff.Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.Prepares standard reports to track workload, response time and quality of input.Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.Hours of operation are from 8:00 a.m. - 8:00 p.m. Monday through Friday. Overtime is occasionally required on weekends. All other duties as assigned.ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.Expected Travel Time: None